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Vendor Complaint Process

Supply Chain is committed to a fair and transparent process for awarding BC health authority contracts. To support this commitment, Support Services has a clear and formal Vendor Complaint Process that can be initiated by a vendor if they have objections regarding the management of an RFP or the award of any contract by Support Services.

Process Overview

The Supply Chain Vendor Complaint Process has four distinct stages that must be completed in chronological order and requested in writing.  Note that this information provides a simplified overview of the process; detailed information on the requirements of each stage are provided on the individual stage pages.
 
Vendor debriefing - Any vendor meeting the criteria can request a debriefing meeting with the File Lead regarding the award status of the contract within 10 business days of the receipt of award notification.  Should the vendor have concerns with the award, the File Lead will attempt to resolve in an Informal Resolution Process within ten business days of the debriefing.  If a resolution cannot be reached, the vendor has the option of moving forward to Stage 1 of the Vendor Complaint Process.
 
Stage 1 – Clarification or formal complaint: Within 10 business days of the debriefing, the vendor can either:
  • Request additional clarification, which will be reviewed and responded to in writing by the Sourcing Lead.
  • Submit a formal written complaint, which will be reviewed and responded to in writing by the Sourcing Lead within 20 business days. 
Stage 2 – Additional review of formal complaint: Within 10 business days of receiving the written response from stage 1, the vendor can request an additional review of the complaint, which will be reviewed and responded to in writing within 20 business days by the Provincial Director Sourcing, Supply Chain.
 
Stage 3 – Further review of formal complaint: Within 10 business days of receiving the written response from stage 2 the vendor can request a further review of the complaint, which will be reviewed and responded to in writing within 20 business days by the Vice President, Supply Chain.
 
Stage 4 – Final appeal: Within 10 business days of receiving the written response from the Vice President, Supply Chain, the vendor can request a final appeal from an ad-hoc committee of health authority senior management representatives, who will review the complaint and provide a written response.  The decision of this committee is final.

 

More Information

Vendor Complaint Process Flowchart

 

Appropriate use, Confidentiality & Outcomes

Visit the Appropriate use, Confidentiality & Outcomes section for more information on how this process should be used, protecting confidential information and potential outcomes of the process.

SOURCE: Vendor Complaint Process ( )
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